BILLING QUESTIONS
- What methods of payment do you accept?
At this time we accept all major credit cards and PayPal. If you opt to pay for a service annually we will accept payment through Western Union. We can also accept payment via check if mailed, but please be aware that there may be delays with us receiving a check due to transit times for mail, and that we cannot provision services until the full payment has been received. Please contact our billing and sales department via a ticket or the contact form to make arrangements for these alternative payment methods.
Please note that we are only able to accept credit card payments from the following countries of origin: Australia, Canada, Great Britain, India, Mexico, New Zealand, Spain, United States, United Kingdom.
- What is your cancellation policy?
We require a 24 hour notice of cancellation before your next billing renewal date, this assures licenses are not renewed that are required to run your VPS. We only accept cancellations via our billing system either via a support ticket or the Request Cancellation button under the services page.
- Is there a money back guarantee?
At this time we do not offer a money back guarantee, all information about our services is listed on the website. If something is not clear or you have questions please contact us prior to ordering so there are no misunderstandings.
- When will I be billed for services?
An invoice will be due on the anniversary date of when you signed up depending on the term of the cycle. For example, if you signed up on the 5th of the month payment will be due on the 5th each successive month when you have selected a monthly payment term. We will send an invoice 7 days prior to the due date so there are no surprises.
- How long does setup take?
Most VPS services are provisioned immediately. In rare cases your order may require a manual review, if so just open a support ticket and we'll update you on the progress, otherwise it may take up to 24 hours. You will receive a welcome email immediately after your service has been provisioned.
NETWORK QUESTIONS
- Do you offer an uptime guarantee or Service Level Agreement?
Yes! We are so confident in our network that we offer a 99.9% uptime guarantee, if we fail to meet this guarantee we'll pay you up to a full month's worth of service. Please see our Terms of Service and Service Level Agreement for details on our policy.
- What bandwidth providers do you use?
We use tier-1 premium bandwidth providers nLayer and AboveNet in Elk Grove Village, IL, USA.
- Do you have a test IP or download file?
We have both! You can check connectivity and routing to the following IP address: 198.91.80.16
A 100 MB download file is available here: http://x13.x10vps.com/100mb.test - Can I set my own rDNS records for the IPs assigned to me?
Yes, via our VPS control panel you can add and modify the reverse DNS PTR resource records for every IP address that you have with us.
- How long have you been in business?
We have been offering hosting services for more than 8 years under our flagship name x10Hosting.
- May I order additional IP addresses?
Yes, additional IP addresses are available for $1.00 each per month. We may request justification for any number of IP addresses ordered.
- What is your contact information?
Phone & Fax: +1 888-910-9668
Mailing Address:
x10Hosting, LLC
P.O. Box 783
Tilton, NH 03276
United States - Where are you located?
x10Hosting is a privately held company located in Tilton, New Hampshire, USA. While we're located in New Hampshire, our VPS hardware nodes are located in Chicago, Illinois, USA.
- Do you offer SSL certificates?
Yes! We provide free GlobalSign SSL certificates for any dedicated IP address on your server. Simply open a ticket within our helpdesk to order. Note: Free certificates will only work on x10Hosting's network.
TECHNICAL QUESTIONS
- Are the VPSs managed?
All services offered on the x10VPS website are unmanaged. The only support that we offer for unmanaged services is for billing inquiries, backup archive inquiries, and network connectivity for VPS services. Software installations, configurations, or troubleshooting is solely up to the end user, and this includes operating system troubleshooting. Please make sure you have the necessary skill set to manage a virtual private server before purchasing as we strictly adhere to this policy. Managed VPS services are available to be purchased from our x10Managed VPS brand at the x10Managed.com website.
- Do you offer managed services
Managed VPS services may be purchased through our x10Managed brand website at x10Managed.com.
- What virtualization technology is in use?
Our services are offered using OpenVZ (Open VirtualiZation) to provide Linux operating system-level virtualization. We employ proactive monitoring software developed in-house to provide consistent uptime and protection between abusive neighbors on our hardware nodes.
- What Linux kernel is available?
We are currently running the recent RHEL 6 kernels across our of our hardware nodes. Most hardware nodes are the latest version of the RHEL kernel, however at times we may be a few minor versions below the most recent.
- Do your services support IPv6?
Currently our network infrastructure does not support native IPv6 connectivity. There are plans to introduce IPv6 support after the second quarter of 2013.
- Will my VPS be backed up?
Yes, we implmenent full backup policies for each of our VPS hardware nodes daily utilizing the R1Soft Continuous Data Protection software. Please contact us to inquire regarding the state of our backup archives if needed. While we strive to ensure full backup archives we cannot guaranteed availability, so please be certain that you keep your own extensive backup policy alongside ours.
- Are the VPS hardware nodes RAID protected?
We use RAID-10 on all of our VPS hardware nodes. Our storage configuration allows for hot swapping failed drives to keep our uptime great.
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